Plain Puzzle

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enCROrganization and People14
Businessmodel:Way of organizing help desks into groups based on units supported.
Centralizedhelpdesk:Single location within an org. providing support to all users.
Certification:Process of measuring & evaluating someone's knowledge & skills in a particular area.
DatabaseAdministration:Area of IT that develops, implements, updates, tests, and repairs a company’s server database.
Decentralizedhelpdesk:Consists of multiple support sites throughout an organization.
Dispatchstructure:Help desk organized so that first-line personnel act as dispatchers.
Methodstructure:Help desk organized in a manner in which support is provided.
Outsourcing:Process of using an external company to provide support to internal employees.
Ownership:Taking responsibility for a problem and seeing it through until it is resolved.
Poolstructure:All support staff members support the same technology, serve the same customers, and perform the same job duties.
Positioncertification:Shows that an individual has the skills and abilities to perform the duties associated with a specific position.
Productcertification:Shows that an individual has a level of competency in a particular product area.
Productmodel:A way of organizing a help desk into groups, each of which is responsible for supporting a specific product group.
Qualityassurance:Area of the help desk responsible for ensuring that a company’s technology products are free of errors before they are released and marketed.
Responsetime:The time that passes until a call is answered
Softwareengineering:A skill area that designs, develops, and revises the software used by the company and/or its external customers.
Specializedstructure:A help desk structure that determines who is responsible for handling a request or problems. Three types of specialized structures are product, business, and method.
Tieredstructure:The help desk is divided into several groups, commonly referred to as levels, and each level provides a different degree of support.
Timeofresolution:The amount of time that passes until a problem is resolved.

Organization and People

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Across:

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Consists of multiple support sites throughout an organization.

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A way of organizing a help desk into groups, each of which is responsible for supporting a specific product group.

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The time that passes until a call is answered

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Help desk organized so that first-line personnel act as dispatchers.

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Shows that an individual has the skills and abilities to perform the duties associated with a specific position.

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The help desk is divided into several groups, commonly referred to as levels, and each level provides a different degree of support.

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Help desk organized in a manner in which support is provided.

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Area of the help desk responsible for ensuring that a company’s technology products are free of errors before they are released and marketed.